What are the responsibilities and job description for the Field Services Engineer position at D4C Dental Brands, Inc?
D4C Dental Brands is currently looking for a Field Services Engineer to provide support in our South Carolina region. Candidates must either reside in South Carolina or be willing to commute to the state in order to be considered for the position.
**Working Conditions/Physical Demands:**
- Office Environment
- Travel required: up to 70%
**Job Summary:**
The Field Services Engineer is a mobile technical expert responsible for providing hands-on support for complex desktop, network, and application issues. This role will closely collaborate with our Tier 2 end-user support team, serving as their field-based escalation point, which is essential for the seamless resolution of critical incidents. This support plays a vital role in fulfilling the company's mission of helping children achieve a lifetime of great oral health.
**Major Duties and Responsibilities:**
- **On-Site Incident Resolution:** Travel to locations to resolve escalated technical issues that cannot be addressed remotely. Troubleshoot and fix hardware, software, network connectivity, and user account problems.
- **Tier 2 Team Collaboration:** Partner effectively with the Tier 2 end-user support team, providing technical expertise, conducting on-site assessments, and facilitating problem resolution while ensuring comprehensive communication and updates on cases.
- **Tier 2 Knowledge Transfer:** Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.
- **Equipment Installation and Configuration:** Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.
- **Documentation and Reporting:** Maintain detailed records of on-site visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and efficient support tracking.
- **Project Participation:** Assist with IT projects by performing on-site tasks for hardware deployments, software upgrades, network configurations, or infrastructure changes.
**Education/Credentials:**
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.
**Job-Related Experience:**
- A minimum of 3 years of experience in a field service engineering role or equivalent technical support experience within an enterprise IT environment.
**Job-Related Skills/Competencies:**
- Demonstrated troubleshooting skills in Windows desktop/laptop environments, common business applications (e.g., Microsoft Office Suite), and foundational networking knowledge.
- Familiarity with macOS operating systems and mobile device support.
- Excellent communication and customer service abilities, with a strong capacity to collaborate effectively with both remote teams and on-site users.
- A valid driver’s license.
- Preferred industry certifications include CompTIA A , Network , Microsoft certifications, or Apple certifications.
- Experience in supporting Active Directory environments is a plus.
